| Introduction"High performing HR function affects | | | | they must-A) Possess a track record of success and |
| bottom line nearly 10%"- A surveyCompetencies | | | | have earned trust.B) Instill confidence in others.C) |
| have become integral part of HR field. In the last 25+ | | | | Demonstrate integrity.D) Ask important questions.E) |
| years, the competency approach has emerged from | | | | Frame complex ideas in useful ways.F) Take |
| being a specialized and narrow application to being a | | | | appropriate risksG) Provide candid observations andH) |
| leading method for diagnosing, framing and improving | | | | Offer alternative perspectives on business issues.3) |
| most aspects of Human Resource Management. | | | | Knowledge of best practices. The HR professional |
| Changes to business practice have forced HR | | | | mustA) Be an effective verbal communicatorB) Work |
| professionals to adjust their role and the contributions | | | | with management to send clear and consistent |
| they make as well as to obtain new skills and | | | | messages.C) Be an effective communicator in |
| competencies to meet these demands.In a survey | | | | writing.D) Facilitate organizational restructuringE) |
| conducted in USA the following were the | | | | Design programs that drive changeF) Facilitate design |
| observations: (Source Internet)1) HR professionals | | | | of internal communication processesG) Attract the |
| from high-performing companies are shifting their | | | | appropriate talent to the organizationH) Design |
| focus from internal to external customers.2) HR | | | | compensation SystemI) Facilitate dissemination of |
| professionals are taking greater responsibility for | | | | Customer information.4) Ability of Manage Change. |
| disseminating cultural underpinning throughout their | | | | With regards to Change, the HR professional mustA) |
| organizations.3) HR professionals are emerging as | | | | Establish trust in relationships with othersB) Be a |
| strategic partners who identify problems, provide | | | | visionary.C) Take a proactive role in bringing about |
| alternative insights and raise the standards | | | | changeD) Build supportive relationships with othersE) |
| "Intellectual rigor", for business decision | | | | Encourage others to be creative andF) Identify |
| makingUnderstanding CompetenciesCompetencies are | | | | problems critical to business success.5) Ability to |
| those behaviors or sets of behaviors that describe | | | | manage Culture. The culture of any organization is an |
| excellence in performance within a particular work | | | | important aspect and hence HR professionals mustA) |
| context. They can be useful in clarifying work | | | | Share knowledge with units/departments/divisions |
| standards and expectations, help focus appraisal and | | | | throughout the organizationB) Champion culture |
| reward systems, and align individuals with the | | | | transformationC) Translate the desired culture into |
| institutional or department mission. We have identified | | | | specific behaviorsD) Challenge the status quoE) |
| a number of topical areas and competencies we | | | | Identify the culture required to foster the |
| believe to be the building blocks and requisite skills | | | | organizations business strategies andF) Frame the |
| needed to be successful as a human resource | | | | culture in a way that excites employees.6) |
| professional. While specialists may be highly skilled in a | | | | Implementation of technology. Technology is |
| relatively narrow field, generalists, by their very | | | | increasingly used as a delivery vehicle for HR services. |
| nature must have a broader base from which to | | | | HR professionals need to be able to use HR |
| operate. They must have a wider perspective on the | | | | Technology and web-based channels to deliver |
| issues and the workplace environment.A typical | | | | services to employees.7) HR & Delivery. This |
| professional career pattern would see the | | | | competency encompasses the HR activities that are |
| development of the novice into a fully skilled staff | | | | traditionally associated with HR function. There are six |
| practitioner within a career specialty or family of | | | | major factors within this domain- Staffing, |
| specialties. Through maturity, experience and | | | | development, organizational structure, HR |
| professional development, individuals would broaden | | | | measurement, and legal compliance and performance |
| their professional perspective and understanding of | | | | management.HR Professionals in IndiaTo start with, |
| the human resources profession. Due to the nature | | | | let me illustrate one case, it is from one Multi-National, |
| of the range of demands placed upon HR | | | | IT company (Sorry, I am not suppose to mention |
| departments, smaller organizational units tend to | | | | the name of the company). In India they are having |
| develop "generalists", while larger departments have | | | | offices in two cities...Pune and Hyderabad. They are |
| the need and resources to develop "specialists".Basic | | | | having manpower of 2,750 (Approx); to manage this |
| competencies required for any professional...to excel | | | | manpower they have a HR-Team of 28 people (12 in |
| in any professionJob Knowledge/Competency: | | | | Recruitment; 9 in HR-Operations and 7 in employee |
| Demonstrates the knowledge and skills necessary to | | | | relations). Now, look at these statistics:Attrition rate |
| perform the job effectively. Understands the | | | | in the above-mentioned company is as high as 32 % |
| expectations of the job and remains current | | | | Every month they pay 300,000 - 500,000 INR to |
| regarding new developments in areas of responsibility. | | | | recruitment vendors. |
| Performs responsibilities in accordance with job | | | | Every month they get 15-20 % salary related |
| procedures and policies. Acts as a resource person | | | | queries (Attendance, Leaves etc) |
| upon whom others rely for assistance.Quality | | | | HR people in most of the ITES-BPO companies are |
| Quantity of Work: Completes assignments in a | | | | busy only in recruitment, settling full-and-finals and to |
| thorough, accurate, and timely manner that achieves | | | | some extent database management.Now look at this, |
| expected outcomes. Exhibits concern for the goals | | | | as per a survey done by, Virgin Management |
| and needs of the department and others that | | | | Consultants;A. 77-84 % HR professional don't know |
| depend upon services and work products. Handles | | | | the business of companyB. More than 92% HR |
| multiple responsibilities in an effective manner. Uses | | | | professionals are novice to economic reforms and |
| work time productively.Planning/Organization: | | | | economic growth of the countryC. 69-76% HR |
| Establishes clear objectives and organizes duties for | | | | professionals are even aware of role and |
| self, based on the goals of the department, division, | | | | expectations of a HR.D. 86% of HR Professionals are |
| or management center. Identifies resources required | | | | not aware of the business model of their |
| to meet goals and objectives. Seeks guidance when | | | | organizationE. As much as 89% HR professionals are |
| goals or priorities are unclear.Initiative/Commitment: | | | | not aware of the effect of Financial Bills of their |
| Demonstrates personal responsibility when performing | | | | salary.This is alarming.Now, also analyze this, |
| duties. Offers assistance to support the goals and | | | | traditionally HR meant to be...Recruitment, Training |
| objectives of the department and division. Performs | | | | and development, Compensation and Benefits, |
| with minimal supervision. Meets work schedule | | | | Performance Management, Payroll, Behavioral |
| attendance expectations for the position.Problem | | | | Scientists, Human Psychologist, Employee relations (in |
| Solving/Creativity: Identifies and analyzes problems. | | | | manufacturing sector we have Industrial Relations |
| Formulates alternative solutions. Takes or | | | | Expert, and Welfare officer), Employee related |
| recommends appropriate actions. Follows up to | | | | strategies and planning.In present scenario,Training |
| ensure problems are resolved.Teamwork and | | | | and Development is a separate |
| Cooperation: Maintains harmonious and effective | | | | department;Recruitment and payroll can be |
| work relationships with coworkers and constituents. | | | | outsourced;Strategies and Planning is a role of senior |
| Adapts to changing priorities and demands. Shares | | | | profilePeople are not grown-up enough to understand |
| information and resources with others to promote | | | | human-behavior and hence they are not fit to be in |
| positive and collaborative work | | | | employee-relations.We have very few experts as |
| relationships.Interpersonal Skills: Deals positively and | | | | Compensation and Benefits Analyst and most of the |
| effectively with coworkers and constituents. | | | | time this activity can be outsourced.Now, you list out |
| Demonstrates respect for all individuals.Communication | | | | what are the activities that a HR Professional can |
| (Oral and Written): Effectively conveys information | | | | do?My take:It is a well-known fact that most of the |
| and ideas both orally and in writing. Listens carefully | | | | HR professionals are not good with numbers, they |
| and seeks clarification to ensure understanding.Basic | | | | are not experts in statistics or taxation or economics; |
| Competencies for a HR Professional...irrespective of | | | | they are also not so good in "Human behavior" or |
| his/her designationRelationship Focused: approachable; | | | | "Human Psychology"...but most of them are too good |
| relates easily to diverse groups and individuals; builds | | | | in "internal politics"...making an issue out of nothing.1) |
| and develops relationships.Customer Focused: focused | | | | HR professionals as a taxman. A big portion in Direct |
| on all aspects of service and product delivery; always | | | | Tax is "Salary"...components of salary...affect of tax |
| knows the customer comes first.Organizational Skills: | | | | on each component. A HR Professional can analyze |
| able to set priorities; time and meeting management | | | | this and restructure the "Salary Structure" of the |
| skills; able to delegate.Problem Solving: ability to | | | | company. This will also help in Compensation and |
| weave through necessary channels to accomplish | | | | benefits analysis. They can also take-up a role of |
| outcomes in complex settings; understanding of | | | | "internal tax advisor" to employees.2) HR Professional |
| processes and quality improvement.Assessment of | | | | as a Strategist and a Policy-maker. To perform this |
| Talent: ability to judge and assess talent, recruit and | | | | activity, they must have good knowledge about |
| select staff appropriate to current and future | | | | business, industry, and best practices in the industry |
| organizational needs; appreciation for and emphasis | | | | and best global practices.3) HR Professional as a |
| on developing a diverse workforce.Integrity: | | | | Coach, mentor and guide. In order to take-up this |
| forthright; direct; widely trusted.Intelligence: ability to | | | | role, HR professionals must be empathetic, high on |
| grasp complex concepts and determine courses of | | | | emotional quotient, expert in Human Behavior and |
| action.Energetic: action oriented; hard working; likes | | | | Human Psychology.4) HR Professional as a Business |
| challenges.Active Listening: ability to absorb and | | | | and Industry expert. As mentioned above, here also |
| translate others' statements into objective responses | | | | they need to have good knowledge about the |
| and actions; ability to give and receive feedback in an | | | | business and industry.ConclusionThese are some of |
| appropriate manner.Composure and Professionalism: | | | | the activities that I feel can change a face of this |
| ability to maintain professional demeanor in difficult or | | | | profession...called "Human Resource Management". |
| stressful situations; patience with customers; ability to | | | | The path ahead is difficult to walk-on but it is not |
| diffuse anger and deal with difficult | | | | challenging. I know there are many HR-Heads and |
| customers.Presentation Skills: ability to present and | | | | VP-HR, working in ITES-BPO industry or Service |
| convey information in a wide variety of | | | | industry, drawing a salary as high as 60-75 lakh INR |
| settings.Flexibility: ability to cope effectively with | | | | PA, but I doubt, if they can justify their salary with |
| change and uncertainty; ability to reprioritize quickly; | | | | their work. As I have mentioned in the beginning, for |
| ability to maintain a balanced perspective and see all | | | | HR-Professionals to be a Strategic Partner...Delhi Abhi |
| sides of an issue.Vision: ability to see the 'big picture' | | | | Door Hai.Looking forward to your comments and |
| within the industry, the organization and the function | | | | Feedback.RegardsAbout Author: |
| now, and in the future; ability to translate a future | | | | Sanjeev Himachali |
| state for others and instill a sense of vision in them; | | | | E-mail: ; Blog: |
| ability to motivate others.Political Awareness: sensitive | | | | You can read my ITES-BPO related articles at or |
| to political situations; able to assess political climate | | | | (Himachali) Sharma, is a 29 yrs of age from India, |
| and how it affects responsibilities.Competencies | | | | having six years of experience in "Human Resource |
| required in knowledge based industry (IT, ITES-BPO, | | | | Development". By qualification, he is Bachelor of |
| Service Industry)As per a survey done in US of A, | | | | Science and Masters in Business Administration. He is |
| the following competencies are required for a HR | | | | also a Motivational and Inspirational writer and |
| Professional in excel in "Knowledge Based Industry"...1. | | | | speaker.)About Organization: "07/09 Management |
| Understanding the business of the Company. To | | | | Consultants"...(Exploring new areas). We are into |
| become key players in the organization, HR | | | | following:1) Business and Industry Research2) |
| Professionals must understand their organizations and | | | | Providing total HR solutions to new start-up |
| the industry in which they work. However, knowing | | | | companies and as we say JD (Job Description) to OD |
| business is not enough. It has been proved in various | | | | (Organizational Development)3) Your salary and |
| studies conducted all over the world that HR | | | | taxation (Analyzing the effect of Financial Bill on the |
| professionals in high-performing organizations know as | | | | salaries and there by advising the management...if |
| much about the business as their counterparts in the | | | | they need to change the compensation Plan)4) |
| low-performing organizations. The difference lies in | | | | Sourcing Senior Profiles...GM's, VP's, CEO's and MD's.5) |
| the usage of that knowledge. The HR professionals | | | | We are into "BPO Consultancy" and help companies in |
| of high-performing organizations use their knowledge | | | | setting-up their BPO's in India.6) We take-up need |
| to make strategic contribution.2. Personal Credibility. | | | | based HR-Projects in US of A; UK; Germany and |
| HR professionals must be credible to both their | | | | other European and Asian Countries. |
| colleagues and the employees they serve and hence | | | | |